Gartner, a research analysis and consulting firm based in Connecticut, recently announced that about half of the fifty-six retailers in a recent survey reported customer relationship management (CRM) to be their highest business priority for 2001, but only 34 percent have actually implemented a CRM initiative.
The study also found that 43 percent of respondents saw CRM as a moderate business priority and 5 percent rated it a low priority.
Gartner identified five key initiatives that CRM-focus market leaders in retail will undertake through 2004: promote merchandising, marketing, servicing, and selling across channels; provide a consistent face to the customer across all contact points; capture and leverage knowledge across channels at the granular level; identify, target, and differentiate valuable consumers; and recognize the lifetime value and profitability of consumers.
For more information, contact Gartner.
